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Which company have best customer service?
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wilt
17-08-2011
Originally Posted by Knighton:
“Would you use the term 'RTFM' to a customer?

Seeing as Orange (your employers) and Tmobile have merged, here's a little story you may get to hear about.

Myself and most of my family have been with Tmobile for years, including my younger brother who has several non-apparent learning difficulties. In short he often has trouble following instructions that you and I would usually breeze through.

He had to call them up with an issue regarding his voicemail and got through to an agent (much like yourself) who got impatient with him pretty quickly. My bro put him on speakerphone and my jaw dropped at how rude the agent was. It didn't bother us too much as we eventually got the matter sorted but at the end of the call when the agent clearly thought we'd gone, said to someone else "that f***ing idiot is going on my blog!".

We put in a complaint to Tmobile management who investigated and along the way they inadvertantly let slip what the agent's full name was. If this brain-donor was going to post about my brother on his website then I was going to find out what it was and get him in to a whole world of trouble.

It took a month or so but it wasn't tough to track him down - he was at the Merthyr Tydfil callcentre and lived in the town too. The things he put on his blog about my brother's "lack of intelligence and common sense" was awful.

We took a screenshot and reported him to management again, and from what I could make out he was sacked as a result.

So while I'm sure you take great care to hide your identity (not surprising considering the things you've said about your customers in the past), be very careful what you say. I'd have no issues whatsoever in shopping you to Orange over your attitude if I knew your identity.”

You have something on your shoulder matey...
Knighton
17-08-2011
Well yeah I do when it comes to callcentres agents taking the yellow stuff - especially if it's against my brother.
neo_wales
17-08-2011
Well done, you put a fella (and idiot he may be) out of work in a town with just about the highest unemployment in the UK.
plymouthbloke1974
17-08-2011
Originally Posted by Knighton:
“Well yeah I do when it comes to callcentres agents taking the yellow stuff - especially if it's against my brother.”

You obviously have some kind of chip on your shoulder. My CS skills are second to none, and it's a shame you tar everyone with the same brush. RTFM is certainly something I've never said on a call, nor even in the building.

I am sorry that you encountered that CSR, I have to admit I'd be pretty riled too - and angry to boot, so I do understand..

However, that being said, I've no desire to respond to any more of your abuse, so if you'll excuse me let's call our chat closed.
stupidityno1
18-08-2011
Originally Posted by Knighton:
“Would you use the term 'RTFM' to a customer?

Seeing as Orange (your employers) and Tmobile have merged, here's a little story you may get to hear about.

Myself and most of my family have been with Tmobile for years, including my younger brother who has several non-apparent learning difficulties. In short he often has trouble following instructions that you and I would usually breeze through.

He had to call them up with an issue regarding his voicemail and got through to an agent (much like yourself) who got impatient with him pretty quickly. My bro put him on speakerphone and my jaw dropped at how rude the agent was. It didn't bother us too much as we eventually got the matter sorted but at the end of the call when the agent clearly thought we'd gone, said to someone else "that f***ing idiot is going on my blog!".

We put in a complaint to Tmobile management who investigated and along the way they inadvertantly let slip what the agent's full name was. If this brain-donor was going to post about my brother on his website then I was going to find out what it was and get him in to a whole world of trouble.

It took a month or so but it wasn't tough to track him down - he was at the Merthyr Tydfil callcentre and lived in the town too. The things he put on his blog about my brother's "lack of intelligence and common sense" was awful.

We took a screenshot and reported him to management again, and from what I could make out he was sacked as a result.

So while I'm sure you take great care to hide your identity (not surprising considering the things you've said about your customers in the past), be very careful what you say. I'd have no issues whatsoever in shopping you to Orange over your attitude if I knew your identity.”

What a load of rubbish. As if a call centre worker would a) discuss having a blog with colleagues, b) write the blog with any connection to his full name, c) slag customers off without closing the line first - don't think for a minute retail and call centre workers don't mock people with attitudes like yours.

Here's what I think happened. You rang customer services with just the type of foul attitude you've displayed in this post. They, as is usually the case when you're rude to people on the phone, weren't very helpful. So you've got your knickers in a twist about call centre workers, and when you come across one on a forum you want to threaten them.
Floooozie
18-08-2011
Although I think that Virgin offer a really good range of services I find that their customer service lets them down big time.

I phoned on Tuesday to find out how much extra it would cost to add a phone onto my sim only deal and can't believe that it's been impossible to find out.

The girl I spoke to for 15 minutes on Tuesday hadn't a clue. I wanted to keep the deal that I have as it's really good but she wanted to drop me from 600 minutes to 100. The only way she found round it was to offer me a PAYG and suggested that I buy the phone from them. I don't know whether language was a barrier or if she just hadn't much of a clue, but I think it's the latter.

I emailed Virgin after that and didn't get a reply so emailed again and still no reply. I then messaged them on Twitter and I did get a reply and they gave me a different email address. I duly sent them an email and they did return my call but I was unable to take it at the time as I was in the doctor's surgery and I emailed them again to let them know that I missed their call and asked them to call again. That was at 11am yesterday and I'm still waiting.

I spoke to the people on Twitter again and they've suggested that I give them another chance and if I get no joy to contact them again. I'm not holding out much hope to be honest as they've got a history of ignoring emails.

I don't want to phone again as the call on Tuesday was pure torture and the thought of going through that again doesn't appeal.

If I'd changed supplier on Tuesday I'd have had the phone in my hand on Wednesday but it's easier to stay with Virgin as the products and deals that they offer are good. It's just a shame their customer service lets them down.
call100
18-08-2011
If you want any joy from Virgin at the choices menu choose you are thinking of leaving.....They are the only people I deal with now.
Floooozie
18-08-2011
I'll give that a try then. Thanks for the heads-up.
Floooozie
18-08-2011
Did as you suggested after trying sales one last, frustrating time and ended up paying less than I do for sim only and getting a free handset.

Great deal - just a shame they couldn't have offered me it two days, two telephone calls, three emails and half a dozen tweets ago.
call100
18-08-2011
Glad to help. Shame it has to be a case of only really helping when they think you are going to leave...
Joe Jara
21-08-2011
Originally Posted by call100:
“If you want any joy from Virgin at the choices menu choose you are thinking of leaving.....They are the only people I deal with now.”

They made no attempt to retain me as a customer accepted my cancellation request without any fuss. Shame Three don't follow their example.
call100
21-08-2011
Originally Posted by Joe Jara:
“They made no attempt to retain me as a customer accepted my cancellation request without any fuss. Shame Three don't follow their example.”

Maybe the reason you gave didn't warrant wanting to keep you. I must admit that I've never known anyone not be offered incentives to stay if the reasons were service related. That said I'm sure there are as I don't know everyone that phones in to cancel!!
At the end of the day you can only offer advice based on personal experience I guess...
MGS4SnakeRulez
21-08-2011
I found T-Mobiles CS the best and most helpful. O2 were also helpful. Orange and Vodafone seemed a bit hit and miss and would depend on who I spoke to. Right now I'm with giffgaff and most of their CS is done by other GG members who have been a massive help. In the short time i've been on GG and had to contact a proper CS agent they have been very helpful.

Personally I'd say T-Mobile or Giffgaff are the best.
Martin Phillp
21-08-2011
Virgin used to be so good when they had UK CS, when I recently lost my PAYG phone and asked for a new sim, it was russian roulette getting one of the Indian CS people to understand my enquiry.

However after THREE calls and purchasing a new phone online from Virgin, they eventually sent me a new sim with my old number/tariff for free when I spoke to an adviser who understood English properly.
Joe Jara
22-08-2011
Originally Posted by call100:
“Maybe the reason you gave didn't warrant wanting to keep you. I must admit that I've never known anyone not be offered incentives to stay if the reasons were service related. That said I'm sure there are as I don't know everyone that phones in to cancel!!
At the end of the day you can only offer advice based on personal experience I guess...”

Nope. Didn't ask why I was cancelling just accepted my request. Mind you it was only £15 a month maybe not worth trying to keep me, not being a high spender.
wavejockglw
22-08-2011
For me Vodafone.

Tried 3 - dreadful, Orange OK, T-Mobile Fair, 02 OK on PAYG.

Vodafone have been the most positive experience for me and I rewarded them by remaining with them because of their customer service.
RhiMi
23-08-2011
Originally Posted by unklesam:
“I'm with Orange at the moment and any time I phone I am transferred to India, I can't make them out and they can't make me out and its just a disaster really. O2 I could never get through to, Have't tried any others.”

I've been with o2 for years, i've never really had a problem with them - always very helpful, i do like their 'chat' on their site too.
(its good when you're supposed to be working and no one can see your pc)
madnes
23-08-2011
I'm currently with 3 and have been since 2008. Been on other networks, O2, Orange and one 2 one in the past.

Had a few problems with 3 as a network but not with the staff. Over sea's or not most other firms customer services is now off shore. The staff at 3 are polite and generally want to help. For the price I pay per month I'll just keep upgrading with them every 18/24 months.
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